Zapier

The Fullstory Zapier integration connects your digital experience data to many of the platforms you use every day, enriching your existing workflows with a renewed focus on the customer. Zapier is an easy-to-use platform that moves information between web apps so you can focus on your most important work. Here is a small sample of workflows that can be unlocked by the Fullstory Zapier integration:

• When a customer completes an order, make an entry in Google Sheets
• When a note is created on a Fullstory session that contains the text #bug, message the #bugs channel in Slack
• When a customers submits an NPS survey of 6 or less, send an email to the customer support manager with a link to the Fullstory session
• When a customer completes a purchase greater than $10,000, fire a confetti cannon (why not)
• When a new contact is captured in your CRM, pull their info into Fullstory as custom user properties

This article will guide you through setting up the Fullstory Zapier integration. At the bottom of this article, we’ll explore alternatives to the Zapier integration that achieve similar results.

Setting up Zapier and Fullstory

To begin, you’ll need a Zapier account and a Fullstory account. The way Zapier works is that triggers from one app cause something to happen in a different app. In our case, the triggers will originate from Fullstory and result in an action in an app of your choosing. Additionally, you can send custom events and user properties to Fullstory from another app.

To get started, log in to your Zapier account. Click the black “+” button or “Create Zap” to begin creating a Zap. 

Creating Your First Zap

In this example, we’ll walk through each of the steps in detail to connect a Fullstory event with a Google Sheet. You can trigger zaps from Fullstory notes or events. 

In this example, we're going to choose an event as our trigger.

To add your Fullstory account to Zapier, you’ll need to obtain an API key from your Fullstory account. Follow these instructions to create an API key, and make sure your API key has Admin or Architect permissions as per the screenshot below.

After you create your API key, paste the key into the pop-up dialog box in Zapier to authorize your account:

Zapier will automatically determine the organization ID of the Fullstory account associated with your API key, so if you have multiple Fullstory accounts, you’ll be able to differentiate between them within Zapier.

The next option will be to customize the specific trigger that you chose. Because we're using an event in this example, we'll need to select the specific event that will initiate the trigger.

We're going to choose the "Order Completed" event for our example.

In the Find Data step, Zapier will pull in example data from your Fullstory account, which will be used in subsequent steps when connected to another application.

After selecting the sample data you wish to use, click Continue.

Once we have our sample data from Fullstory, it’s time to choose which app should receive the data. In this example, we’re going to choose Google Sheets. We've already set up our spreadsheet with columns that will get filled in by the Zap:

We're going to choose Google Sheets as our Zap and Create Spreadsheet Row as our trigger:

Zapier will then direct you to choose your Drive, Spreadsheet, and Worksheet, after which the columns from the spreadsheet will automatically be translated into Zapier fields. For each property, we'll search for the corresponding Fullstory data:

After filling in the Zapier fields with the corresponding Fullstory fields, it will look something like this:

After continuing to the next step, we'll see a preview of the data we're doing to send to Google Sheets:

We'll click "Test & Review". When we look at our spreadsheet, we can see the test data came through:

If successful, we can click "Done Editing" and then choose "Turn Zap On" at the next page.

Because we've been working with test data, we're going to trigger the event after turning it on to verify the Zap is working. After doing so, we can see the latest data in the Google Sheet:

If you wish, you can safely delete the rows containing test data.

Multi-step Zaps and Filtering

Now that you’ve created one Zap, let’s explore a slightly more complicated use case. Say that you want to let the engineering team know about bugs that you find in Fullstory sessions. You want to create a new message in Slack when a new note is created in Fullstory, but you only want to do so when #bug is present in the note. 

After selecting Note Created as our trigger, we'll choose Filter as our Zap, which will look like this:

Because the sample data for the trigger provided by Fullstory doesn't contain "#bug", the test will appear to fail. That's okay, we'll verify this later after turning on the Zap.

Next we'll add a new action, choosing Slack as our app with the "Send Channel Message" event.

Choose a Slack channel in which to post the message and then customize the Message Text:

Because of the test data provided by Fullstory for the trigger, the resulting message will look something like this:

After finishing editing, turn on your Zap. At this point, you'll want to make a new note with #bug" to verify the filtering is working as expected:

Creating a Zap with Fullstory Actions

Set User Properties

Below you'll find an example scenario where we are attempting to pull contact info from another platform, set properties for the contact based on how we want them to appear in Fullstory and finally send this data to Fullstory. In the example below, we use HubSpot as our connected app.

1. Create Zap
2. Under Trigger, choose App event (we chose HubSpot in this example)
   
3. Choose Event (Contact Recently Created or Updated in example) and continue
   
4. Connect your account (we chose HubSpot in this example) and continue
5. Confirm the retrieved properties from the triggering app and add any additional properties you want to use in your Zap
   
6. Test your trigger
7. Verify the correct results were retrieved and click continue
   
   
   
8. Under Action, choose Fullstory as the App event
   
9. Choose Set User Properties as the Event and continue
   
10. Connect your Fullstory account via API key and continue
11. Under Unique User Identifier select the field that contains the same unique user ID value which you used to identify the user in Fullstory via the FS.identify API. (You can only set user properties for previously-identified users.)
    
12. In our example scenario, we selected First Name and Last Name under Display Name. This step is optional. (if you go this route, make sure there is a space between these)
    
13. In our example scenario, we selected email under Email Address. This step is also optional.
    
14. For User Properties, define custom properties using the format and type suffixes outlined here and select the corresponding data points from the triggering app. In this example, we set the user’s industry, job title, and annual revenue of their employer.
    
15. Click Test & continue
16. Publish Zap

Track Event

In this example, we are attempting to track an event outside of Fullstory, capture the data around this event, format it accordingly and then send it to Fullstory. We use HubSpot as our connected app in this example as well.

1. Create Zap
2. Under Trigger, choose App event (we chose HubSpot in this example)
3. Choose Event (we used New Ticket in this example) and continue
   
4. Connect your account (we chose HubSpot in this example) and continue
5. Confirm the retrieved properties from the triggering app and add any additional properties you want to use in your Zap.
   
6. Test your trigger
7. Verify the correct results were retrieved and click continue
8. Under Action, choose Fullstory as the App event
9. Choose Track Event as the Event and continue
   
10. Connect your Fullstory account via API key and continue
11. Under Unique User Identifier, select the field that contains the same unique user ID value which you used to identify the user in Fullstory via the FS.identify API (You can only set user properties for previously-identified users)
    
12. Create Event Name "New Ticket Created"
13. For Event Properties, define custom properties using the format and type suffixes outlined here and select the corresponding data points from the triggering app. In this example, we set the ticket title and priority.
14. Under Event Timestamp, find and select Ticket activity: Create date and continue
    
15. Optionally, if you want to associate the event to a specific Fullstory session, you can provide the Session identifier. This example is for an out-of-session event, so Session identifier is omitted.
16. Click Test & continue
17. Publish Zap

Advanced Zaps

The Fullstory Zapier integration unlocks a world of possibilities and it’s beyond the scope of this article to explore each one. If you’re new to Zapier, here are some of the ways you can continue customizing your workflows:

• Multi-step Zaps
• Formatting
• Code (Python and JavaScript)
• Paths
• Receive and Send Webhooks

With advanced Zaps, you create nearly any workflow that you can imagine for integrating your customers' digital experience into your daily operations.

Additional Options

The Fullstory Zapier integration is intended to empower business users to set up powerful workflows with little technical configuration. In the event that you need greater flexibility, there are a few additional options that you may wish to explore:

• Built-in Fullstory integrations: Keep in mind that Fullstory already includes many built-in integrations, such as those for Jira, Slack, Trello, and many others. Use Zapier for integrations that don't offer built-in support or when you want to customize your workflow.
• Fullstory Webhooks with the Zapier Webhooks trigger: This is slightly more complex to set up, but opens the possibilities of being able to send multiple triggers to Zapier from Fullstory under the same webhook. Fullstory Webhooks also supports triggers based on native mobile crashes and segment alerts thresholds (for Fullstory accounts with those features enabled).
• Fullstory Webhooks: You can connect Fullstory Webhooks to any solution within your control, not just Zapier.